How to complain to the council

We aim to provide a high standard of service to all our customers, but we know that we don't always get it right first time.  To improve services, we need to know when you are not happy with any part of the service you have received from us or our contractors. 

If you feel that the service we have provided has fallen below the standard you expect, please complain.

We will thoroughly investigate your complaint, and it will not affect the service we provide to you.

Please fill out this form if you wish to make a complaint.  You can also read our complaints leaflet (65.3 KB) PDF .

Please note that your complaint and the council's response will be copied to your local ward councillor(s) so that they can represent the interests of their constituents, carry out case work more effectively, act as an advocate in resolving concerns or grievances and better understand the work of the council.

Complaints about planning, licensing and benefits decisions

Many of the general complaints we receive are specifically about planning applications. In our experience, some people who have applied for planning permission use the general complaints procedure because they are not happy with the council turning down their application. The general complaints procedure is not usually appropriate because these people have the legal right to appeal to the Planning Inspectorate. In these circumstances, we will usually choose not to deal with the complaint under the general complaint procedure, referring the complainant to the separate planning appeal process. This also applies to complaints about decisions on licensing applications or applications for benefits, which use separate complaint processes.

How we have dealt with complaints

In September each year the Audit and Corporate Governance Committee receives a report that reviews complaints received during the previous year.  By analysing the complaints the committee can identify any trends and suggest any service improvements.  You can view a copy of the report for 2013/14 from the downloads menu.

Last reviewed: 03 - 12 - 2014

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